Affected users would receive an error message when attempting to visit the university’s main web portal www.ualberta.ca.

What was the timeline of the incident?

Start: 2016/01/12 22:35 - Monitoring systems alerted there was an issue with multiple servers that host the web portal www.ualberta.ca.

2016/01/12 22:45 - IT support analysts began investigating the issue.

2016/01/12 23:10 - Investigations determined all affected servers were up and running. IT support analysts suspected the issue might be related to the way internet traffic was being directed to the affected servers.

2016/01/12 23:40 - IT support analysts determined the root cause was a configuration file on the affected servers. Corrections were implemented to the files on all affected servers.

End: 2016/01/12 23:45 - Service was restored.

What was the root cause of the incident?

This outage was caused by a an incorrect setting being applied to a configuration file on the affected servers during a scheduled configuration change.

What was the work around and resolution for the incident?Work Around

Not Applicable.

Resolution

Configuration file was corrected.

What are any recommendations to prevent this incident from occurring again?